Omni-Channel Member Advocate | February 2027 - Remote

Ready to help us transform healthcare? Bring your true colors to blue. At Blue Cross Blue Shield of Massachusetts, our company promise is to always put our members first. Our mission is the relentless pursuit of quality, affordable, and equitable health care with an unparalleled consumer experience. As a Live Chat Member Service Advocate, you will be at the heart of the consumer’s digital service experience and a critical team member to support our mission. Upon completion of your application, you will receive an assessment from our vendor, Criteria Corp. Please complete this within 72 hours of receipt to ensure your application remains active in our review process. What you’ll do You’ll work in a fast-paced service center environment that is structured and supportive. You’ll be responsible for supporting our members and meeting their needs where they are. Your primary function will be to resolve member inquiries through electronic communication channels—live chat and email. No two members, problems, or resolutions are the same. We are seeking a driven professional eager to master healthcare service delivery, build deep subject-matter expertise, and consistently exceed productivity, customer service, and performance benchmarks. Member Advocacy As a service center employee, you’ll be available to our members when they need us most. Standard Schedule You’ll be scheduled for 37.5 hours/week, starting with one of the following shifts: 10:00 AM – 6:00 PM ET 10:30 AM - 6:30 PM ET 11:00 AM – 7:00 PM ET 12:00 PM – 8:00 PM ET 1:00 PM – 9:00 PM ET Omni-Channel Support Live Chat Member Service Advocates spend the majority of their time chatting with members through digital channels but will occasionally be required to make outbound phone calls to fully resolve complex member issues. Continuous Growth In addition to your daily duties, we dedicate time for your continued learning, professional development, training, and industry research. Career Progression The more you learn, the more opportunities you’ll have to grow your career within our organization. What you’ll learn You’ll be enrolled in a comprehensive and phased new-hire training program to learn all you need to know about the health insurance industry. We will help you develop the skills and knowledge for a successful career. Our Live Chat Member Service Advocates support our members with a wide variety of topics ranging from claims, benefits, eligibility, pharmacy, and more. What you bring We are looking for candidates who are capable of creating a plan and taking charge in situations where others feel lost. The Live Chat Member Service Advocate takes ownership of member issues and relieves members’ stress while guiding them to a resolution—ultimately delivering an exceptional member experience. We’re looking for people who demonstrate: Exceptional Communication & Empathy Strong written and oral communicators who can translate complicated health insurance concepts into simple, easily understood terms. Well-versed in business writing, grammar, and plain-language principles. Empathetic advocates who know how to convey warmth and emotion through the written word, responding to our members with genuine compassion. Personable and professional demeanor. Analytical Problem Solving Multi-taskers and planners who excel at complex problem-solving. Proactive, solution-oriented decision-makers who take ownership of the customer journey. Analytical and critical thinkers who are able to anticipate and address future member needs. Empowered by resolving issues and giving our members peace of mind. Adaptability & Drive Digitally agile and comfortable navigating multiple computer systems and software platforms simultaneously. Able to thrive in a fast-paced environment that is rapidly growing and evolving. Curious and committed to continuous learning, research, and information gathering. Committed to answering members’ questions and solving their problems to help them get back to enjoying their lives as quickly and effortlessly as possible. What we bring As a Live Chat Member Service Advocate, you are the face of our company, and at Blue Cross we value your input on everything from member solutions to workspace design. We are rooted in the community we serve and are committed to helping all members and Massachusetts residents lead healthier lives. < #J-18808-Ljbffr